Mitel Sx 200 Digital Pabx, Light Pabx Telemarketer Application Package Instructions Manual

ACD TELEMARKETER Application Package 
3-l 6 Issue 1 Revision 1 /April 1996 9109-097-620-NA  

9 Programming 
General 
9.1 Customer Data Entry for the ACD TELfMARKETE/? applications package involves 
specifying the routing of incoming ACD calls by entering data into a network of pro- 
gramming forms. Information in the forms is linked through a series of indexes and 
pointers. The forms which make up the ACD network are: 
l System Options (CDE Form 04) 
l Feature Access Codes (CDE Form 02) 
l ACD Agent Groups (CDE Form 39) 
l Agent Group Subform (CDE Subform 39) 
. ACD Keys Template (CDE Form 38)...

ACD TELEMARKETER Application Package 
Four fields on the System Options form control operation of the ACD TELEMARKETER 
feature. Table 9-1 defines the function of each field. 
Table 9-1 System Option Form Fields 
Option Function 
Automatic Call Distribution Setting this option to Enabled allows access to the programming 
(Option 
41) See Note. forms related to ACD. 
ACD Silent Monitoring (Option Setting this option to Enabled allows a supervisor to monitor ACD 
42) calls by dialing a programmed feature...

Programming 
The fields on the ACD Agent Group form contain customer-defined data. Table 9-2 
defines the contents of each field. 
11 :Ol 21-DEE-94 alamr status = MAJOR 
> [ ACD GRP: 1 MITEL ] 
WENT ID 
1901 JIM JONES 
1902 JACK FROST 
1903 JOHN SMITH 
19Dl AGENT NfNiE 
JIM JONES 1 
/l-HUD GRP NFmE 
/2-FIND ID II-ADD I4-TOP I5-BOTTOM 
17-WENT GROUP Is-DELETE 1 P-OPTIONS 1 O- 
I I I I I 
Figure 9-2 ACD Agent Groups Form (CDE Form 39) 
Field 
ACD GRP 
The group number and name. 
ACD 
GROUP 
NUMBER 
ACD...

ACD TELEMARKETER Application Package 
Agent Groups Subform 
9.4 The Agent Groups subform (CDE Subform 39) shown in Figure 9-3 is accessed 
through the OPTIONS key. This form can only be accessed if there is at least one 
agent in the agent group. Entries are changed by editing the status column. Four 
fields on the ACD Agent Group subform contain customer-defined data. The contents 
of each field are defined in Table 9-3. 
__ ^L 
ii :UL 2i-DEC-94 aiann status = HRJUii 
[ ACD GRP: 1 MITEL ] OPTIONS...

Programming 
Table 9-3 ACD Agent Groups Subform Fields (continued) 
I Field I Meaning I 
Second Status 
Threshold This timer (range 0 seconds to 54 minutes) must be greater than the time 
specified in the First Status Threshold field. 
The field defaults to 6 minutes. 
Refer to the following paragraphs 
for additional information. 
Page 2 of 2 
Aftennrork Timer 
In many ACD situations,‘the agent may require some time following an ACD call to 
complete paperwork before accepting the next call. This...

ACD TELEMARKETER Application Package 
ACD Keys Template Form 
Assigning ACD Keys 
9.5 
The ACD Keys Template Form (CDE Form 38) allows global programming of 
SUPERSET 4, SUPERSET 4 10 or SUPERSET 420 telephones that require common 
ACD feature keys. 
9-6 Global programming is still possible when these telephone sets are mixed in an ACD 
system, in spite of the varying number of line select keys available on the 
SUPERSET 4, SUPERSET 470 or SUPERSET 420 telephones. It is up the installer 
to ensure that...

Programming 
AGENT [l] KEY TYPE 
SPEED DIAL NUMBER PRIVATE 
02 
03 
04 
05 
06 
8: 
09 
IO 
11 
12 
13 Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Make Busy 
Queue Status 
Speed Dial 
04 Speed Dial 95552211 
95552212 
95552213 
95552214 
95552215 
95552216 
95552217 
95552218 
95552219 
1 95552220 
I 
I 95552213 
I I I I 
1 -AGENT 
2-SUPERVISOR 3-SENIOR 4-ACD KEYS 5- 
6-QUIT 
I 7-KN I 8- I 9-NON-ACD KEYS I o- 
Figure 9-4 Agent Keys Template...

ACD TELEMARKETER Application Package 
COS Define 
9.6 The COS options shown in on the COS Define form in Figure 9-5 apply to the ACD 
feature. These ACD options are explained below. The COS options for ACD are de- 
scribed below in Table 9-5. 
[ CQS: 1 1 OPTI ON (DISPLAYING ENABLED) STATUS OPTION NUM 
Recording Failure to Hangup Timer 
l-255 seconds 30 404 
SUPERSET 
- Auto Answer 
ENABLED 
600 
SUPERSET 
- Headset Operation 
ENABLED 
612 
ACD 
- Agent Template ( O-3, O=disable ) 
0 
650 
ACD 
-...

Programming 
Table 9-5 COS Options Fields 
Field 
Meaning 
Recording Failure To Hangup The values 1 through 255 are valid. Default is 30 seconds. Set this 
Timer (COS option 404) timer to a value greater than the cleardown time of the recording 
groups whose members have this COS. Assigning this COS timer to 
a recording group ensures that, in the case of the system hanging 
up on a RAD, that the RAD eventually goes on-hook in the specified 
time. If it does not, the RAD is taken out of service....